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Director - Field Effectiveness

Company: SmartCare Equipment Solutions
Location: Saint Paul
Posted on: October 19, 2020

Job Description:

USA - Minnesota - Saint Paul Regular R0001831Company Overview
Smart Care is the trusted service leader in the commercial food equipment industry. Nationwide thousands of restaurants, hotels, hospitals and schools rely on Smart Care to provide preventative maintenance, service and repair of commercial cooking, coffee, refrigeration, and warewashing equipment.

Position Description
The Director - Field Effectiveness is responsible for the design, implementation, and management of improved and standardized policies and procedures across all of Smart Care's field operations organization, with accountability for ensuring our service associates are set up to deliver customer success. This includes leading the Planning and Scheduling Optimization (PSO) team, workforce planning optimization, GPS system optimization, data and performance analysis, and technician development. The role champions strategy development and initiative prioritization for the field operations organization and leads internal visibility and communication efforts for this team. The position works cross-functionally to measure, monitor, and improve service process effectiveness in alignment with divisional strategic pillars. A successful candidate will be a significant influencer on the organizational strategic direction for maximizing field service efficiency (utilization) and enhancing customer satisfaction. This position requires strong leadership skills with 5 - 7 direct reports.

Main Responsibilities

  • Lead the PSO Team in coordinating all activities and processes in association with the PSO application
  • Coordinates extensively with Director of Dispatch Operations, Area Managers and field leadership in optimizing the workforce productivity, customer satisfaction and field engagement
  • Identifies trends in service KPIs to make informed recommendations to business leadership on strategic decisions in where to invest resources
  • Designs and manages standardized and scalable processes and policies that motivate employees and ensure priorities are aligned with overall organizational goals across the operations organization
  • Develops and defines key metrics and reporting systems, and facilitates data reviews and performance analysis to gauge execution and optimize service strategies
  • Assumes primary responsibility for structuring and executing major operational and strategic initiatives; developing work plans, gathering and synthesizing relevant data, leading analyses, and developing final recommendations
  • Lead strategic field improvement projects as needed under direction of Vice President of Service
    Position Requirements
    • This position is located in St. Paul, MN
    • Approximately 20% travel required
    • Relocation assistance is not available
      Qualifications

      Basic:
      • 10 years of progressive financial, service or business analysis experience, including direct supervisory accountability, or an equivalent combination of work-related experience
      • BA or BS required
      • Strong working knowledge of PC/database/software (i.e. SAP, IFS, Power BI, MS Office Suite, data warehouse, and Salesforce.com)
      • Demonstrated experience configuring and implementing Enterprise Resource Planning systems, conducting analysis, and presenting to senior management
      • Demonstrated financial acumen and analytical skills required
      • Demonstrated ability to leverage data to identify automation and service efficiency opportunities
      • Experience with managing business process automation and technology projects
      • Direct experience with establishing and managing large programs and projects including developing project governance and reporting structures
      • Demonstrated leadership, influence, project management, relationship-building, and communication skill
        Preferred:
        • Master's degree in business or related field of study
        • Lean / Six Sigma experience preferred
        • Creative, flexible, and objective focused with expert skills in cross-functional thinking and process planning
          Dimensions Size of Business / Scope
          • Reports to VP of Service and will interact extensively at both a senior management and individual contributor level with cross-functional teams including sales, dispatch, IT, finance, marketing, human resources, training, supply chain, and, to ensure that the company meets profit objectives and properly executes sales and operations initiatives
            PM20
            Smart Care Equipment Solutions is an Equal Employment Opportunity/Affirmative Action Employer. Women, minorities, veterans and individuals with disabilities, as well as all other qualified individuals, are encouraged to apply.
            PI124389121

Keywords: SmartCare Equipment Solutions, St. Paul , Director - Field Effectiveness, Executive , Saint Paul, Minnesota

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